Building AI maturity at Pandora with Sonia Ingram

In this episode, Kane is joined by Sonia Ingram, Global Director of AI at Pandora, to explore what it really takes to develop AI maturity in a global business. Many organisations aiming to get started with AI and generative AI often focus on short-term, point solutions to specific problems. This emergent strategy often led from the grassroots to solve siloed departmental pain points can work for proof of value. But it rarely scales. For example, a chatbot that handles returns brilliantly may not be equipped or supported to drive sales conversations. If the support team owns it, where’s the incentive to collaborate with sales to expand its capabilities? To scale AI initiatives enterprise-wide, businesses need a purposeful strategy. One that prioritises literacy, governance, tooling, and operational foundations that empower teams across the organisation to build, maintain and grow AI solutions. In this episode, Kane and Sonia explore what it really takes to build and scale AI maturity in a global business. We cover topics such as AI literacy, change management, privacy and governance, and operational tools and processes.  This episode is brought to you by NLX. NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines. Subscribe to VUX World. Subscribe to The AI Ultimatum Substack. Hosted on Acast. See acast.com/privacy for more information.